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News : Platform Housing Group Elevates Employee and Customer Engagement With 8x8 XCaaS

#contactcenterworld, @8x8

London, UK, June 3, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that Platform Housing Group, a UK housing association, will extend their 8x8 Experience Communications as a Service (XCaaS) deployment by adding 8x8’s Communications Platform as a Service (CPaaS) Video Interaction for improved employee and customer engagement.

Platform Housing, which brings together Waterloo Housing and Fortis Living, is a housing associations in the UK Midlands, with around 1,200 staff, over 120,000 customers and 45,000 homes. It implemented the 8x8 XCaaS integrated cloud contact centre and communications platform to digitally transform the organisation, ensure business resiliency, and enable its hybrid workforce to communicate, collaborate and engage from anywhere on any device.

Lee Vernalls, Assistant Director – Business Development and Growth at Platform Property Care explained, "8x8 Video Interaction allowed our operatives to conduct a two-way video call with customers so that any repairs could either be seen prior to a visit or fixed remotely. Crucially, when a remote fix was not possible, we had customer photos in our interaction records, and could make sure the correct materials were available when our tradespeople went on site to repair the problem."

Results from Platform Property Care’s pilot were encouraging with 39 percent of calls resulting in a remote repair, and another 26 percent reducing the need for an initial inspection visit. Vernalls added: "The 8x8 Video Interaction solution drove a number of positive outcomes, including improved customer experience, a reduction in the number of home visits, and more availability for our staff to handle jobs which require a physical presence. We look forward to deploying this capability across the organisation to increase first call resolution and optimizing employee and customer interactions."

Matt Bell, EMEA Vice President of CPaaS Sales said, "Organisations are reimagining both employee and customer engagement to adapt to the unique challenges posed by a distributed workforce and a mobile-first customer base. Extending 8x8 XCaaS with real-time video interaction capabilities allows Platform Housing Group to deliver an even higher level of service and support for their customers."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 8x8 Inc.:
Company Logo8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, June 4, 2021

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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